Support response times and clarity
I had my account hacked recently, and want to give feedback regarding the support.
I have paid for a year of Nitro on that account, and that is running out while I wait for the ticket. The hacker is also probably using my account to try and scam more people. The hacker also got access to my email and used that to lock the account's original email in another account with 2FA to prevent me from removing it.
I understand that Discord is a platform used by many people, and naturally I expected the need to wait a few days to get my issue resolved.
However, the clarity about response times is extremely lacking. It is extremely disheartening when the support team tells me they can't provide an estimate time to solve the issue. Again, I understand that there are a lot of tickets they have to deal with, but the least the support team could do is give us some clarity to compensate for that.
Discord Support Team, I have no idea of how long it will take for you to address my issue. I have no idea if I will get a refund of my Nitro if the issue takes months to get resolved. I have no idea if I will ever get my account back. I have been in the dark for almost two weeks now. I love Discord, but this lack of clarity and slow response time is breaking the trust I had for this platform. So please, if possible, improve the clarity of your support.
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omg i had the same thing happen and they are just closing my sup tickets iv called them i have done all that i can with it discord is not really helping anyone right now with the hackers saying hey download this game or anything like that
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gamingkillerbot That's the same thing that happened to me, downloaded a malware game.
If you haven't already, make sure to do a clean install of the discord app and clean up any traces of the malware. It injects itself into the client, so a clean install is needed. It's also a good idea to reinstall all your browsers and change the passwords you had saved in them, the malware logs that as well.
Make sure to only open one ticket at a time until they see it, I know it's bad but I'm pretty sure they'll just close the extra tickets and lower your priority or something. Also I heard you can try contacting their Twitter accounts, though I had no success with that myself.
And again, it's messed up that they aren't clear about it. It's infuriating when you're worried about your account and they keep closing tickets and not responding.
I guess just use an alt account and warn your friends about it. Tell someone you know to warn everyone about it - the hacker tried scamming all of my friends to get their accounts too, luckily I got the word around quicker and he didn't get anyone.
Seriously, “we can't give you an estimate response time” is a bit ridiculous coming from a support service. What, am I supposed to just wait for months until they just feel like taking a look at my ticket?
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Same boat here. My account got compromised. I sent a support ticket two weeks ago, and so far, nothing has come up. Despite the first time, they responded that it wasn't from the email that was originally associated with the account, and I sent one from the email originally associated with the account. Now I'm just waiting for a response, and it’s been 2 weeks so far.
Man, I swear, I got scammed because someone claimed to be from support and a ticket and whatnot, and now my account is compromised. It's supposedly disabled (the phone number is still attached to the account, which idk if it's smart or not).
I got the word out pretty damn quickly to my friends with other platforms, but man, I just want my account back. I might as well wait since I can't put a reply on the ticket, and that just pushes you down the chain.
The latest update I got (according to the ticket system) is that it's now open, and that was two days after I submitted the ticket, and it's been 2 weeks.
Edit: Have had the account since 2016 and now I'm worried I'm never getting it back1 -
Same man, I seriously hope we'll recover our accounts. Im so depressed right now, I had so much things on my account. Please Discord…
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Skittlez21 Same, had my account since 2016, and now I have no clarity on their end if I'll even get the account back. It's unacceptable for something as big as Discord to have a support that tells you they can't give you an estimate time on their response, especially for critical issues like hacked accounts. This should be their top priority, as the hackers are getting a lot of time to use our accounts to spread malware to more people. The only reason I fell for the scam in the first place was because the account that sent me the link was a few years old, that makes the hacker seem more trustworthy.
From the amount of people with the same problem I see online, I assume it's a big ongoing issue, and they do nothing about it. They could at least prevent session hijacking malware by not allowing changes to the account using the default token. Like, damn, hacker had access to my email and the only account they successfully stole was my discord account. My Roblox and Steam account were very easy to get back, but Discord is so bad at handling this stuff.
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Pouxy88 I hope so too. I don't know about you, but I had months of Nitro paid for that account already, so I'll make sure they compensate me if I don't get my account back. This isn't fair at all, people lose all the stuff they had on their account, sometimes even their money, and the support acts like we have all the time in the world to wait for their good will.
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Pikachu Dat40 Pretty much and yeah, I hope we all get our accounts back too. Not only that, but support then goes and is like oh you can reply to us for a response and that just pushes you down to the bottom of the queue. Wouldn't even be that upset if they at least gave an estimate as to when the issue would be solved instead of just an auto-response from a bot.
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Skittlez21 Adding insult to injury, them pushing our responses to the bottom of the queue prevents us from providing extra information. I got a screenshot of a friend receiving the scam messages from the hacker in my account, and got my account's ID, after the initial ticket and response. So naturally I sent them the extra information. But if that sends me to the bottom of the queue, what am I supposed to do? Not provide them all the information I have now? It's just dumb if that's how it always works, allowing additional replies is neccessary for a smooth support process.
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I also have one year of Nitro. I'm the owner of a (relatively) big server and I don't want to lose it!! I have been loving discord for so many years but if they don't even answer to my ticket I would be so sad & disappointed..
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Wishing that they answer it for all of us cause I honestly love Discord and have for a while and I don't wanna lose that account now
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I created a hashtag on Twitter called #FixDiscordSupport. From now on, whether it is on their social media or in this forum, .Add this label while expressing our demands to let them know how many of us have been victimized. until they are willing to communicate with the user. Discord not only disabled our account without any reason, but also destroyed the trust relationship between users and the official by their follow-up processing (for example: completely ignoring the tickets we submitted).
#FixDiscordSupport0 -
coolgamer2234 I keep my account there private so I won't be posting, but maybe it would be a good idea to make the hashtag more general? Something like #FixDiscordSupport, so you can get people with other issues to post it as well. I don't think any of us here in this thread have disabled accounts or punishments, just hacked accounts. So a more ambiguous tag directed at the support itself would be more effective if you want to start a protest.
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Pikachu Dat40 That a good advice thanks
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Keisistd Weird is an understatement, that system is just dumb. If you want to prioritise old tickets, do it by prioritising the ticket as a hole by creation date, replies shouldn't matter at all. It just doesn't work, if they count it by replies they'll just prioritise people who forgot about the ticket, because the support takes so unbelievably long to respond.
It's actually ridiculous how such a big platform has such a bad support system. I mean, this alone was enough to convince me to jump the boat to another platform whenever the opportunity presents itself. The app is good and all, but how can I trust a company that just ignores me after I lost my account that I invested money in?
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Hello, I'm on the same boat as well.
After sending them a wall of text explaining what happened and asking for an estimate how long they would take, they proceed to reply after a month with an “automated” response from Trust & Safety team saying “Beyond our original support regarding this issue, we're unable to provide additional information or support for this request.”
Which is kind of ironic, considering how easy a token can be grabbed. You would expect to have the support team recover the account just as easily.
Apparently not… sent another ticket now sharing as much info as possible about the account that got hacked without a wall of text. But after browsing here, I see that only a handful of us had luck with getting their account back.
I really hope discord gets their focus off releasing unwanted stuff and focus more on account security. The fact that the token is not hidden behind multiple layers of security is laughable and pathetic at best. Considering even after the hacker hijacked my session and changed all of my other accounts (like Google and such) I got everything back trough my phone 2FA. Everything except the still hacked Discord account.
Best “luck” to us all.
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Darkimo I think it's absurd how this type of malware has apparently been around for years, using the same technique of stealing the session token, and the thing is still working while the discord token for some reason lets you change everything without any further confirmation.
Like, I had my phone number on there, my email, my password. The least they could do is confirm my phone number to stop hackers from activating their own 2FA on my hacked account. The least they could do is block any further changes after an email or password has been changed.
The hacker got my browser session and had access to my email. Yet he couldn't really do anything. All he managed to do with my Steam account was spend some of my points. He didn't manage to compromise my Google account at all after the token hijack was over. Damn, even ROBLOX he didn't manage to hack. How crazy is it that even Roblox, where I didn't even have 2FA or phone number or anything, blocked his access before he could do anything, but discord let him do everything without even warning me anywhere?
It's really messed up when such securities flaws are paired with a terrible support system. How am I supposed to trust an app that is so easily hackable, and that I now know there's no one there who cares about helping us get our accounts back? This is one of the most pathetic support systems I've ever seen, considering how big Discord is.
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Indeed, couldn't agree more!
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It took them 3 months to respon to mine hopefully you have better luck. I've heard of people waitin longer than me
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